Did you purchase a Telstra nbn plan before 08/11/2017? You may be entitled to a partial refund or be able exit your contract without cost. Telstra is providing remedies to consumers who purchased nbn internet plans where their fibre to the node (FTTN) or fibre to the building (FTTB) connection was not capable of delivering the speeds promised. We acknowledge that by doing so, we likely breached the Australian Consumer Law. We will be contacting affected customers between 8 November and 5 December to offer options including a refund, moving to a lower speed plan or exiting their contract.

Maximum NBN Speeds – Refund Offer for Telstra customers

Since 1 September 2015, Telstra has promoted and offered NBN internet plans using the NBN’s fibre to the node (FTTN) and fibre to the building (FTTB) technology to consumers with the choice to select from a range of internet speeds.

Telstra promoted NBN internet plans to consumers by highlighting the maximum speeds available to consumers on each Speed Plan. The maximum speeds promoted by Telstra reflected the maximum speeds of the wholesale internet services that it purchased from NBN Co Limited.

Telstra offered the 100/40 Plan, 50/20 Plan, 25/10 Plan and 25/5 Plan under the 'Telstra' brand. If consumers on the 25/5 Plan wanted faster internet speeds, they could upgrade by purchasing a “Very Fast Speed Boost” for $20 per month or a “Super Fast Speed Boost” for $30 per month.

Telstra offered the 25/5 Plan and 12/1 Plan under the ‘Belong’ brand. Telstra promoted the Belong 12/1 Plan as the standard internet service from Belong. If consumers wanted faster internet speeds, they could upgrade to the 25/5 Plan by purchasing a “standard” speed boost for $10 per month.

Telstra consumer’s maximum speeds

Generally, within two weeks of activation of a consumer’s NBN speed plan, NBN makes available to Telstra the maximum speed measurement the consumer can achieve.

Telstra has reviewed the information made available by NBN and discovered it could not provide many of its consumers with internet speeds up to the maximum speed of their speed plan because the consumer’s NBN connection was not capable of delivering it.

Telstra proactively notified the Australian Competitor and Consumer Commission (ACCC), of this issue and proposed a remediation plan for consumers. Telstra accept that this conduct was likely to have contravened the Australian Consumer Law, because NBN speed plans were promoted as delivering certain speeds where consumers could not receive those speeds. In response to concerns raised by the ACCC, Telstra has provided a court enforceable undertaking to the ACCC that it will not engage in similar conduct in the future.

Remedies available to affected Telstra customers

Affected consumers may have the following options available to them:

Move plans and receive a refund for the speed boost charges paid

Exit their plan without cost and receive a refund for the speed boost charges paid

Remain on their current plan with no refund.

Former Telstra consumers may also be eligible to receive a refund.

If you are an affected consumer, Telstra will contact you by email or post between 7 November and 5 December 2017. If you would like further information, please call us on 1800 236 459 for Consumer or 1800 639 070 for Business. We're available Monday to Friday 9am-5pm AEDT.